[Customer] How-to: Contact Customer Support

Intro

Our apps have a lot of features and that includes the ability to reach out to our Support Team if you need information about your mowing schedule, want to learn about the Additional Services we offer, need information about your Pro, etc.

Before You Begin

• You must have an active LawnStarter account.

• Some features are only available in the App and not on the website. To download the App, you can:
  • Visit the App Store or Google Play.
  • Scan the QR code

Contacting Support by Phone

• LawnStarter Customer Support, call 1-866-822-1766.
• Office hours
  • Spring/Summer:

    • Monday to Friday - 7:00 AM - 8:00 PM CST

    • Saturday & Sunday - 7:00 AM - 8:00 PM CST

  • Holidays:
    • Closed on Thanksgiving, Christmas, and New Year's Day

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Contacting Support by App

Via an Active Service

• Select the Service icon at the bottom of the App.
• Select a Service .
• Choose from the following options:
  • Message Pro – Send a message to your Pro. Only shows once a Pro is assigned.
  • Change Pro – Change your Pro. Will be available once a Pro is assigned and will not be available for partner services.
  • Chat with Support – Chat with us or give us a call for quick help.
  • Pause for the Season – Pause your service for the rest of the season, this will only display for lawn mowing services.

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Via Support Section

• Select the Profile icon at the bottom of the App.
• Under the Support section, select Get help with a question or problem. 
• Select Still Need Help? at the bottom of the screen. 
• Under What is the issue you're experiencing? select the reason you need support and follow the instructions:
  • Scheduling question
    • Find out when my Pro is arriving
    • Skip a service
    • Reschedule my service
    • Change service frequency
    • Pause/unpause a servoce
    • Reactivate service
    • Report service completed on the wrong day
  • Billing question or problem
    • Ask about a credit or refund
    • Dispute long grass charge
    • Update payment method
    • Correct a billing error
  • Get information about a service
    • Get information about a completed service
    • Get information about long grass
    • Report a no-show
    • Report a quality problem
    • Report property damage
    • Update service details
    • Order a new service
  • Pro feedback
    • Change my Pro
    • Give feedback about my Pro
    • Find out when my Pro is arriving
      • You will be given an option to Contact your Pro or call Support.
  • Account question or problem
    • Update account information
    • Update property information
    • Cancel a service
    • Fix app or website problem
  • After selecting the issue, type in the details and additional information in the box. This is required.
  • Select Submit Message.
  • A notification will show that your message has been submitted to our Support team. This includes your LawnStarter account email and additional instructions.

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Contact Support by Chat 

• This feature is only available in select markets at this time. 
• Sign in to your LawnStarter or Lawn Love app.
• Select the Profile icon at the bottom of the screen.
• Under Support select Get help with a question or problem.
• Select Still Need Help?
• Select Chat with an Agent.
• A live chat agent will then join the chat.
• Immediately after the chat ends you will be asked to rate your experience. We would love your feedback. 

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